Engineering Program Manager, Quality Assurance - Customer Systems

Job Summary

Summary Posted: May 26, 2026 Weekly Hours: 40 Role Number: 20... The Program Manager Quality Assurance will Leads end-to-end quality execution and program governance for large scale software development programs. This is a hands-on, execution-focused role that requires close partnership with Engineering, Product, Operations, and Vendor teams to ensure quality, readiness, and smooth delivery across all migration phases. Leveraging GenAI to gain efficiencies in quality management.We are looking for a Program Manager who brings practical experience in QA, test automation, and release management including hands-on use of GenAI tools to accelerate and enhance quality workflows. In this role, you will coordinate and execute testing activities, manage risks and dependencies, and drive release readiness across multiple work streams. You thrive in fast-paced, complex environments and are passionate about delivering high-quality customer experiences.

Description

Description Partner with Engineering and Product to define test plans, test scope, and acceptance criteria for migration features and integrations.Coordinate and track functional, integration, regression, and business testing across teams. Ensure test environments, data, and test cases are prepared and validated ahead of each testing cycle.Drive day-to-day execution across cross-functional teams including Engineering, Contact Center Operations, Infrastructure, Security, SRE, Architects, Platform Teams, DevOps, Vendors.Identify and track dependencies, risks, and blockers; escalate proactively with clear context and mitigation options.Align QA timelines with release plans, pilots, and phased rollouts.Facilitate defect triage, track resolution progress, and ensure closure prior to release milestones.Maintain clear visibility into QA readiness, test coverage, and open risks.Support go/no-go decisions with structured and well-documented readiness assessments.Deliver regular, concise status updates to both technical and business stakeholders.Translate QA risks and findings into business impact and customer experience implications.Serve as the coordination point between internal teams and external vendors throughout testing cycles.Continuously improve QA processes, templates, and reporting practices across the program.Drive the adoption of test automation and structured release governance where applicable.Leverage GenAI tools to auto-generate test plans, test cases, and acceptance criteria from product requirements, design specs, and user storiesUse GenAI to perform gap analysis on existing test coverage by analyzing requirements documents and surfacing untested scenariosAutomate the generation of status reports and dashboards by feeding GenAI structured test run data and defect metricsApply GenAI tools to triage and classify incoming defects auto-tagging by severity, component, or feature area to reduce manual overheadUse GenAI to analyze retrospective data and surface recurring process bottlenecks or quality escapes across sprints and releasesApply GenAI to benchmark QA process maturity by comparing current workflows against industry best practicesLeverage GenAI to help design and refine QA workflows, checklist templates, and team onboarding guidesEvaluate and champion GenAI-assisted test automation tools that can generate and maintain automated test scripts from natural language descriptions